Queue Management - Post Call Survey
- OSS/BSS Answers
- App Model - Organization Management
- App Model - Communication Apps Answers
- License Model - Organization Management
-
License Model - CPaaS Solution Answers
Phone System - Admin Guide Phone System - End-user Guide Mobile App Desktop App Web Phone Auto Attendant - Admin Guide Developer Hub - Admin Guide Microsoft Teams Operator Connect - Admin Guide Microsoft Teams Direct Routing - Admin Guide Contact Center - Supervisor Guide Contact Center - Agent Guide Omni-Channel SIP Trunk CPaaS - SIP Trunk CPaaS Fax Contact Dashboard Campaign File Explorer
- Integrations Answers
- Updated Regulations
- Ideas Portal
Post Call Survey allows the system to send an SMS to the callers to gather their feedback after their calls to your Call Center finish. This feature provides a tool for the Call Center to understand the satisfaction of customer service as well as to enhance agents' effectiveness.
Customers will receive an SMS containing a URL to participate in a post-call survey and they can rate the level of service from 1 (bad) to 5 (excellent).
- Go to Wallboard app > Queue management > Settings > Post call survey:
- Choose a sender ID > Type in the message > Update:
- Customers' responses will be listed in the Feedback tab under Workspace:
- Txn. UUID: The ID of the call transaction.
- Customer Number: Caller ID of the caller.
- Received Time: The time the system receives customer's response.
- Queue: The label of the queue.
- Rating: Value of the response (1~5).
- Message: Customer's response.
- Agent: The agent handled the call.
Sender ID must be one of your rebranded Sender ID. Click HERE for more details.